Coordinator for Field Service Operations

MXR Imaging•Dallas, TX

1d•Remote

About The Position

This position coordinates interactions between customers and employees who perform onsite or remote services. The coordinator ensures Field Service Engineers have the administrative tools, service tickets, and support needed to perform their work effectively and on time. The role serves as a customer point of contact, proactively checks that customer needs are being met, and supports the highest level of customer satisfaction. The position works with Field Service Engineers, customers, Projects, Service and Sales management, FSE Managers, and IT. It includes coordinating schedules and project availability, monitoring and reviewing work orders, supporting accurate billing, generating customer service reports, and addressing service-related issues. The role is remote and involves minimal travel of 10–15%.

Requirements

High school diploma or equivalent.
Proven work experience in a relevant customer service-oriented role.
Comfort working in a fast-paced environment that involves ongoing challenges and continuous learning.
Ability to work with radiology and imaging departments and communicate effectively with Service and Sales management.
Excellent verbal and written English communication skills.
Ability to work effectively with internal and external customers.
Ability to work independently and provide timely results.
Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint, and with CRM software.
Strong organizational skills and ability to prioritize tasks.

Nice To Haves

Associate degree or higher.

Responsibilities

Check in frequently with Field Service Engineers to review open work orders and upcoming schedules.
Monitor work order acceptance and ensure tickets are acknowledged and customers are contacted within service-level agreements.
Generate and send billable service quotes to customers, then follow up on their status.
Monitor Field Service Engineer work order queues to ensure work orders are updated and closed promptly.
Review completed work orders, including the detail and formatting of engineer notes.
Review timesheet entries and parts used on work orders, verify that automation assigned the correct billable or covered status, and confirm pricing for billable parts.
Enter billing notes as needed to help the Accounts Receivable team prepare accurate invoices.
Generate service reports and send them to customers.
Follow up with customers during and after service events, escalate issues to FSE Managers when needed, and build customer relationships.
Work with the Projects team to coordinate Field Service Engineer availability and update schedules as necessary.
Review failures in preventive maintenance automation, resolve them when possible, or escalate them to IT for further review.
Comply with company and medical facility safety standards and requirements.
Demonstrate and promote behaviors consistent with the Company's Vision, Mission, and Values in interactions with customers, coworkers, and suppliers.
Perform other duties as assigned.